Complaints

This profile includes complaints for GM Roadside Assistance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  GM Roadside Assistance

  2775 Sanders Rd E2e-792ee Northbrook, IL 60062

• 

  GM Roadside Assistance

  2775 Sanders Rd E2e-792ee Northbrook, IL 60062-6110

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/23/2025 I called GM Roadside Assistance (phone ************) because my car would not start. GM Roadside advised the cost would be $89.00 plus $8.00 per mile. I then gave GM Roadside my Debit card number to charge this amount. Lloyds Towing, ******, ** (who is contracted by GM Roadside) arrived and towed my vehicle from my home, *************************************** to *********************, ************************************************************ for service. I received a call from ********************* advising my car was dropped off approximately 1/2 an hour later. On 1/27/2025 I saw a pending transaction in the amount of $129.80 from Roadside on my bank account. On 1/28/2025 I saw the amount from Roadside changed to $611.50 which was charged/deducted from my account. I called GM ******************** when I saw this error. I was advised by GM Roadside the only way to have this corrected was to email ****************************** I then called my bank and they advised they need a copy of receipt to reimburse my monies they charged in error. Since 1/28/2025 I have emailed requesting a copy of the invoice at least 15 times. GM Roadside did send me an invoice noting the charge of $611.50 noting that my car was towed 95 miles. Please note the mileage from ************************************ to **************************************** is only 5.1 miles. On 3/5/2025 my bank advised they will not refund the overage of $481.70 per I have not received a corrected invoice. The time limit to file a claim is only 30 days with my bank.I emailed GM Roadside on 3/5/2025 advising my bank will not refund my money and asking for a check to be sent for $481.70 that they overcharged me. As of today, 4/4/2025 I have not received a reimbursement for the overcharge to my Debit card and no response from GM Roadside.Below is my vehicle information, address, phone and email address:VIN ***************** 2018 Buick Encore ******* ***** ******************************************* Phone: ************ *******************

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against GM Roadside Assistance and to appeal their decision regarding the lack of full reimbursement for a towing ********** truck experienced a warranty-covered water pump failure, which falls under the powertrain warranty. According to *** warranty, towing is explicitly covered, and there is no stated requirement that customers must use ********************** for reimbursement ************** vehicle was towed to the nearest ** dealership 20 miles away for repairs. However, GM Roadside Assistance has only reimbursed me $65 for 10 miles, plus $5 per mile thereafter, citing an internal policy that I was never informed of. Nowhere in *** website, warranty documentation, or owner's manual is this reimbursement limit disclosed.The owners manual clearly states that warranty-covered repairs include towing coverage, yet ** is failing to honor this in full. Since my water pump repair was fully covered under warranty, I reasonably expect that the towing cost should also be fully reimbursed as per *** stated warranty terms.I request a full reimbursement and that ** update their documentation to clearly disclose any mileage limitations, if they intend to impose such restrictions. Consumers should not have to fight for coverage that is already promised under warranty.I appreciate your attention to this matter and look forward to a resolution.

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against GM Roadside Assistance and to appeal the decision made in response to my reimbursement request. I am seeking reimbursement for out-of-pocket costs related to towing services, which I believe were covered under my vehicles roadside assistance benefits.On February 4, 2025, I contacted GM Roadside Assistance at **************** to inquire about reimbursement for towing services. I explained that my 2021 ******** XT5 ***************** had been towed to a ******** dealership on January 14, 2025, January 16, 2025, and February 3, 2025. I was unaware of my vehicles roadside assistance coverage and inquired whether the costs I incurred could be reimbursed. The representative I spoke with informed me that a request for reimbursement would be submitted, and I would receive an email from the ** Rap Response Team with instructions on providing the necessary documentation.On February 7, 2025 , I received an email requesting verification documents. The next day, I promptly submitted all the requested information. However, I received a response denying my reimbursement request. The response stated that ******** roadside assistance was not given the opportunity to provide service, and because the tow was initiated by a private vendor, it falls outside of the coverage of my roadside assistance ******* no point did any ******** representative inform me of the available options to avoid incurring out-of-pocket costs for the towing services. The failure to notify me of these options, especially given the vehicles built-in roadside assistance capability, is concerning. I am requesting that GM Roadside Assistance reconsider its decision and reimburse the costs I incurred for the towing services, as they were clearly covered under the roadside assistance benefit for my 2021 ******** XT5. I believe I should not be responsible for the full cost of services that were, in fact, covered under my roadside assistance plan.

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/7/24 my 2023 ***** colorado rear breaks locked up. I was at my jobsite with the truck. I called roadside assistance , gave them all my information, and was told the tow truck would be there in about an hour. The dealership that I bought my truck from has 2 locations. The first location is closer to my home 29 miles away. The second location is closer to my job, about 10 miles away from where I was stuck. When I called the dealership, they wanted it sent to the location closer to my home, 29 miles away.i informed roadside assistance of the drop off location on the 1st phone call.After 2 hours of waiting I decided to call to check on the tow truck. I wasn't sure if he was lost or something. When I called back I was told that noone was comming for me, that my tow was canceled. When I asked why, and why didn't anyone call me to mention there was an issue, I was told that the tow was outside the 25 mile limitation. 1 this was never told to me, 2 there is nothing, not anywhere in any document about the warranty that mentions a miladge limitation. So they never came. I was forced to fund my own way of getting this to the dealer. Again this was the dealers choice of locations not mine. They owe me for the tow for 29 miles, and for my time away from work waiting for the origional tow that was never to arrive.

• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01-11-2024 my 2023 GMC YUKON stalled while driving on the highway, luckily i was able to pull off to the shoulder safely, since it was on a highway i was unable to wait for roadside assistance and had to use a local tow company to get me off the highway, from there on i called GM roadside assistance to get my car to the dealership, was assigned a provider with a 2 hour eta, after waiting for 6.5 hours i had to go home and returned the following day, just to experience the same, 2 hour eta and 6 hours of waiting, i then called again and asked if we can use a local tow company and get reimbursed, the answer was, yes you can please submit the bill to ************************ and that would be it, since then i have been getting a run around from several different reps and after a month of phone calls, i am now being denied reimbursement and that i was not allowed to use an outside tow company, so much so for paying 90+k for a truck that will die on roadside and you would not get helped by the company that sold it to you.

  Business Response

  Date: 03/04/2024

  We are in receipt of the complaint dated February 16, 2024 and would like to thank you for allowing our office an opportunity to respond to *********************** concerns.
  We regret to learn of the dissatisfaction that ********************** has had with his roadside service. I understand the frustration and disappointment that this roadside event has caused the customer and would like to make it right.
   
  I have attempted to reach the customer by phone and E-mail for further details so that we can fully investigate the service. The customer has not yet responded to me with those details. We were unable to locate a service file with the information in the complaint.  We require the vehicle VIN and any receipts he is asking GM Roadside to consider.
   
  Once we have the required information, we will move forward with steps that will hopefully resolve the customer concerns.
   
  We understand that the stress of having a disabled vehicle does not carry monetary value, however, we deeply apologize. I called ********************** to offer an apology and detail the information needed to resolve this roadside issue from reoccurring. At the time I called, he was unavailable, and I left a message with all my contact information.  A few days later an E-mail was sent in an effort to connect with the customer as there had not yet been a response.
   
  We are committed to resolving the issue for our customer to the best of our ability.
   
   
  I trust that the above information has been helpful in your investigation of this matter.
   
   
  Sincerely,
  Manager, Customer First Team
  GM ******************** Services

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21293067
  
  I am rejecting this response because: i have received an email from them trying to locate any information, however the email came from the same email address ************************** stating that they are unable to locate any records, this is after i submitted the vin, and had them track the roadside requests made, however the email has no contact info other than replying to that general email which has just been used before to drag me around, i am requesting a phone number where i can actually speak to a person or a person's email address to have a proper communication rather than going around in circles, also, I'm not sure what phone number they have tried to contact me but i haven't gotten any calls, i will provide my phone number upon request.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/07/2024

  Thank you so much for the additional information that was requested. We will investigate this complaint with the new information and will respond within the required timeframe.

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21293067
  
  I am rejecting this response because: it does not have any resolution it just states they will further look into this
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 03/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new Cadillac 2023 CT4 12/22, this vehicle currently has approx **** miles. ** 11/1/23 upon returning to my vehicle after making a bank transaction, it would not recognize any key FOB or start. I contacted roadside assistance at approximately 1 pm. After 2 different tow companies and 7 hours later with much stress and multiple repeat calls to roadside assistance, the vehicle was finally moved. My car was in the shop from 11/1/23 until 11/9/23. For the week this vehicle was in the shop, I was not offered a replacement, or any type of rental vehicle. After inquiring with the dealer multiple times about a car to drive, they offered no assistance even though this vehicle is well within warranty. I eventually contacted ***************** services, and was offered no solutions, just excuses and compensation for all of my trouble with some type of reward points.My car was returned to me from the dealer today 11/9/23 with obvious damage that was incurred during the tow. There is damage to the paint, bending, and other body damage including a door that is now totally out of alignment and and rubs on the frame. I called ***************** services and was offered no solutions and eventually handed to GM Roadside claims who said they "will get to it when they get to it." ******************* is saying it is someone else's problem, and I would like resolution in this matter. The associates refused multiple times after literally begging them to escalate the calls and please let me talk to a supervisor. I am a disabled veteran, and this situation has caused a large amount of totally undue stress and discomfort.I went without transportation for an entire week with a car well within warranty, and my car was returned to me damaged.

  Business Response

  Date: 11/28/2023

  Dear Better Business Bureau,
  
  We would like to thank you for allowing our office an opportunity to respond to the BBB concern.
  
  Our roadside assistance damage mediation department has reached out to Mr. ************************* to gather the required information (pictures and estimate) to move forward with the claim. The member agreed to send the information and has been informed that once it is received, the mediation process will begin.

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20850367
  
  I am rejecting this response because: 

  I received and automated response that my case was closed.  I have been contacted by GM Roadside assistance, but this issue has NOT been resolved.  No repair has been offered at this point for my vehicle.  I submitted an estimate, but have not been informed when the repairs will occur, or if they will in fact be covered. 
  

  
  

  Thank You.

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2022 Malibu with less than 8k mi.broke down on 7/11 at approximately 3:30pm.Called GM roadside as 2nd option after being told by AAA that tow scheduled for 5:30 cancelled.Contacted GM roadside at around 6pm tow was scheduled for 8:30.I informed the rep that I would not remain with car which would have been 5 hours of waiting.I tracked the tow on their service,tow arrived at Appx.10:30pm.Car arrived at dealership at Appx.11:30.On 7/12 dealership called stating they received car.Car had to have transmission replaced,picked up car on8/12 upon repair.At this point I noticed damage to rear bumper,spoke to service writer and told me car came in damaged and he had taken pictures on 7/12in the a.m.Filed claim with GM roadside on 8/12 when vehicle was first seen by me.Submitted all requested information and documents. I have not heard anything from them in any way,shape or form even after numerous e-mails and phone calls.I didnt even receive confirmation about the documentation that was provided.At this point Im in limbo,driving a virtually new car with a gash in the bumper.Claim #**-26799

  Business Response

  Date: 10/18/2023

  The concern has been resolved. The check for $1,452.08 was issued to the repair shop as requested by the customer. Likewise, since we reached a resolution, we proceed to close the Case No. 23-26799 and the customer was notified about it.

  Customer Answer

  Date: 10/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/24/23-GM Certified used ***** broke down 7hrs from home and 20 miles from anywhere. Roadside assistance (RA) could not find a Lyft to take me to the dealer where the car was being towed and said I was on my own to get there with my family of 4. Luckily, I got a ride for no cost. Then RA said dealer would provide courtesy transportation but dealer had no loaners. It was a Saturday so only 3 salesman at dealer. ** would not tell me what my coverage was and said they would help me no more, it was up to the dealer now, who knew nothing about the coverage (but they were great people!). I finally called a rental car company (35 miles away), but had no way to get there. A nice person at the dealer (not a worker) offered to give me a ride for $40 cash. I did it. Other than the tow, RA was a total waste in helping me through the 4hrs with them on the phone. 6/29/23 - I was told to send receipts to ************************* No one replied after 2 weeks and 2 phone calls - emails sent here must go straight to trash. I spent another 2 hours talking to 4 persons before finding another contact - ***** customer care. 7/26/23 They said they would reimbursement me for everything but the $40 since I had no receipt. I talked to a supervisor. They said 'must have a receipt since someone could say the paid $500 cash'. I told him, I'm not asking for $500, is there no acceptance of a reasonable charge. He said NO!! So, they put me and my family through 4hrs of stress 7hrs from home, left me and my family stranded in the middle of nowhere, were of no help other than a tow, gave me a bogus email address to send my receipts (maybe hoping I would go away), won't give me an official description of my RA coverage (I asked a hundred times and get a runaround), etc, etc. They have recordings of all of my calls, so they know the truth of their terrible RA answering service. How do they think I got from the dealer to the rental car 35miles away? I'd just like my $40 too that I had no receipt for.

  Business Response

  Date: 07/27/2023

  Good morning,

  We will investigate and respond in the given timeframe.

  Thank you

  GM Roadside Customer First Team

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20383011
  
  I am rejecting this response because: 
  

  Thank you for your help. I did not respond because I am not sure if GM is going to follow through with their action. They said they would send me a check for the $40 I requested plus $110 for other expenses that I should have received plus for my trouble. However, until I receive the check (2-3 weeks), i do not know how to reply to you satisfaction request. If I get the check, i am satisfied. If they forget  to send it, then I am not satisfied. But I am ok if you close the case. I will reopen or open a new case.

  *************************

  
  

  Business Response

  Date: 08/08/2023

  We are in receipt of the complaint dated July 27 2023, and would like to thank you for allowing our office an opportunity to respond to Mr. ******************************* concerns.

  We regret to learn of the dissatisfaction that Mr. Bandzuch has had with his roadside service. I understand the frustration and disappointment that this roadside event has caused the customer and would like to make it right. I have reviewed the service in question that occurred on 6/24/2023.

  Notification has been sent to our Dispatch Team Lead about the dispatch process for 6/24/2023

  This notification requests a review of the misses in the roadside dispatch of 6/24/2023. The Dispatch team lead will revisit the dispatch and review misses for training opportunities with the dispatchers.

   

  We understand that the stress of having a disabled vehicle does not carry monetary value, however, we deeply apologize. I called ******************** to offer an apology and detail the steps taken to resolve this roadside issue from reoccurring. At the time I called, he was unavailable, and I left a message with all my contact information.  The customer returned my call, and we were able to discuss his service concerns. I apologized for the issues that he had. The customer was concerned about the lack of information he was given about the service coverage and options. I was able to answer his questions.   We spoke about the fees he paid that had not been resolved. Due to the roadside misses, I offered a goodwill check to the member for $150. The customer did accept. The check has already been requested and is on the way to the customer.

   

   

  I trust that the above information has been helpful in your investigation of this matter.

   

   

  Sincerely,

  Manager, Customer First Team

  GM Roadside Services

  Customer Answer

  Date: 08/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 28 2023 I Ran out of gas heading to work i called around 1:20am i called on star where they transferred me to GM roadside service and they told me my rescuer was going to arrive at 2:50 and never showed up and then got a text for 3:35 but I got a call that my rescuer was not going to make it until 3:55 which i lost a day of work and got laid off also... this is the second time this happens and honestly I don't feel like GM and ***** don't value there customers that rely on them. This is very unacceptable and I felt unvalued. GM and ***** has let me down once more as a customer. Im also going tell me Family and Friends about this.

  Business Response

  Date: 07/13/2023

  Case #: 20247639
  Complainant: ***************************
  8134 *************
  ************* 90280
   
   
  Dear Better Business Bureau,
   
  We are in receipt of the complaint dated June 28, 2023. and would like to thank you for allowing our office an opportunity to respond to ******************************* concerns.
  We regret to learn of the dissatisfaction that **************** has had with his roadside service. I understand the frustration and disappointment that this roadside event has caused the customer and would like to make it right. I have reviewed the service in question that occurred on 6/28/2023. Notification has been forwarded to the Regional Manager that handles the area for our Providers.
  This notification requests a review of the provider coverage for this area. The Regional Manager will revisit the dispatch and review for the roadside misses and training opportunities with the providers.
   
  Notification has been sent to our Dispatch Team Lead about the dispatch process for 6/28/2023
  This notification requests a review of the misses in the roadside dispatch of 6/28/2023. The Dispatch team lead will revisit the dispatch and review misses for training opportunities with the dispatchers.
   
  We understand that the stress of having a disabled vehicle does not carry monetary value, however, we deeply apologize. I called **************** and offered an apology for the incident. We spoke about his service, and I explained the steps taken to resolve this roadside issue from reoccurring.  Due to the roadside misses, GM Roadside did offer a goodwill check to the member of $150 and he accepted. That check has already been mailed to the customer at his requested address.
   
   
  I trust that the above information has been helpful in your investigation of this matter.
   
   
  Sincerely,
  Manager, Customer First Team
  GM ******************** Services

• Initial Complaint

  Date:05/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a complaint against OnStar/ GM Roadside assistance. My vehicle was damaged while being towed by one of their tow truck drivers (12/16/22). I called to complain , and they requested that I forward the details, photos of the damage and a repair estimate to them by email, shortly afterwards I received an email from *********************** at GM inquiries, telling me she forwarded the information to their damage team and that I should hear back soon. I havent received anything from the damage team, despite having sent over 10 emails, and multiple phone calls. Now *********************** doesnt even respond to my requests. The damage estimates have been over $6000!Can anything be done?Sincerely,********************* ************